Are you measuring the wrong Customer Success metrics?
- E37
- 33:31
- December 7th 2020
Are you measuring the wrong Customer Success metrics?
It is a blunt question, but an important one.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore how SaaS companies should measure the impact of Customer Success.
They discuss why no single metric tells the whole story and how leaders should think about revenue, loyalty, customer value, adoption and retention together.
We cover:
- How to measure Customer Success impact
- Why NPS, CSAT and CES only tell part of the story
- How churn, GRR, NRR and LTV connect to CS performance
- Why time to value matters
- How industry, customers and competition shape your metrics
- How to avoid measuring activity instead of impact
This is a practical episode for SaaS CEOs, CROs, CCOs and Customer Success leaders who want clearer metrics that show whether CS is driving customer value and business growth.
Breakthrough SaaS Growth with The Jasons
SaaS growth isn’t owned by a single team - it’s a cross-functional sport. Each week, hosts Jason Noble (UK) and Jason Whitehead (US) dig into what actually drives sustainable growth across product, pricing, onboarding & adoption, customer success, sales, marketing, finance, and leadership. Expect candid conversations, practical playbooks, and board-level perspectives on topics like AI (beyond the hype), data quality & trust, in-product guidance, value realization, renewals, expansion, and customer experience. You’ll hear from founders, investors, product and revenue leaders who’ve built real results - not just slideware.
Formerly known as The Jasons Take On, the show has evolved to reflect a broader mission: turning insight into action that breaks through silos and accelerates SaaS growth. Same Jasons. Bigger vision. Sharper takeaways.
Subscribe and explore more at breakthroughsaasgrowth.com.